Complaints & Appeals
Who can complain and about what?
Any person or organisation who is dissatisfied with a product or service provided by Equifax Australasia Credit Rating Pty Ltd trading as Corporate Scorecard, for any reason, has the right to make a complaint.
The following information deals with how to:
- Make a complaint about the service provided, or
- Lodge an appeal about a decision made by the Residential Builder Agency business unit of Corporate Scorecard.
How and where do I complain?
You can let us know about your complaint or appeal, and how you’ve been affected, by using the following contact options:
- Call us on (02) 9278 7616, Monday – Friday, 9am – 5pm (AEST).
- Email us at HBCF@corporatescorecard.com.au attention Complaints and Appeals team.
- Write to our team:
- Complaints and Appeals
- Corporate Scorecard – Residential Builder Agency
- Level 15, 100 Arthur Street
- NORTH SYDNEY NSW 2060
What information is required?
When making a complaint or appeal, please provide the following information:
Your name, contact details and (if you are a building contractor) your building licence number, the nature of the complaint or appeal (including when the conduct or decision giving rise to the complaint or appeal occurred) and copies of any supporting documents.
What happens next?
You will be sent an email acknowledgement of the receipt of your complaint or appeal within 3 business days.
We will endeavour to resolve complaints and appeals within 15 business days of receipt.
Where a resolution is likely to exceed 15 business days, we will inform you of the reason(s) for the delay and let you know when we expect to be able to complete our review.
You may contact us at any time during this period to request a change to the timeframe.
What are my rights?
Corporate Scorecard, as an agent of the NSW Home Building Compensation Fund (HBCF), is required to have an internal dispute resolution (IDR) service to deal with complaints about the service provided and appeals about decisions made. Builders, homeowners or others affected by Corporate Scorecard’s service or decisions relating to HBCF eligibility, certificates of insurance, or related matters, are entitled to access the IDR service.
In the first instance your complaint or appeal must be made through the Corporate Scorecard Residential Builder Agency Complaints and Appeals service. Once your complaint or appeal has been received by Corporate Scorecard we are required to respond within defined service standards. Where Corporate Scorecard is unable to meet these standards, we will contact you to explain the reason(s) and discuss how we will proceed. We will agree with you a revised timeframe at the same time. You are also entitled to enquire at any time on the status of your complaint or appeal and request a change to the timeframe.
Corporate Scorecard will provide a decision on your complaint or appeal in writing.
If you are satisfied with Corporate Scorecard’s decision, then you should let us know and we will take whatever action we have agreed to.
If you are dissatisfied with Corporate Scorecard’s decision, then you should advise us that you wish to dispute the decision and we will assist you in taking your complaint or appeal further.
How do I take my complaint or appeal further?
To Dispute a Complaint Decision
If you do not accept Corporate Scorecard’s decision on your service complaint you need to tell us that you wish to dispute the decision and the reason(s) why. When we receive your dispute request we will appoint a member of the Corporate Scorecard Residential Builder Agency management team, not previously involved in your complaint, to review the complaint decision. Subject to the same service levels outlined in ‘What happens next?’ the appointed manager will review the original decision, either upholding or changing it and providing you with a written response (with reasons).
To Dispute an Appeal Decision
If you do not accept the outcome of an appeal on Corporate Scorecard’s builder eligibility or certificate of insurance decision you need to tell us that you wish to dispute the outcome and the reason(s) why. When we receive your dispute request we will refer it to the Corporate Scorecard Underwriting Committee for review. Subject to the same service levels outlined in ‘What happens next?’ the Underwriting Committee will review the original decision, either upholding or changing it and providing you with a written response (with reasons).
To Refer a Dispute to icare
Icare is the NSW Government body responsible for administering the HBCF scheme. If the CSC dispute process has been completed without a resolution satisfactory to you, you may refer your dispute to icare. Details of the icare HBCF dispute handling procedure are located at https://www.icare.nsw.gov.au/builders-and-homeowners/lodge-a-dispute/.
You need to tell us that you wish to have your dispute referred to icare and we will do that for you. We will also advise you of the outcome of the referral to icare and act on any direction made by icare (if their decision changes Corporate Scorecard’s decision).
A decision made by icare is final. There is no further avenue for redress on the outcome of any service or decision dispute. However, if you are a building contractor and feel that the way your appeal dispute was handled by Corporate Scorecard or icare breached the relevant HBCF scheme legislation, regulations or guidelines, you can request the NSW State Insurance Regulatory Authority to undertake a regulator compliance review.
To Request NSW State Insurance Regulatory Authority (SIRA) Review
If you are a building contractor and dissatisfied with the way your appeal dispute about an eligibility decision has been handled, you can request SIRA undertake a regulator compliance review. A regulator compliance review looks at the process CSC or icare used to deal with your dispute in order to ensure it was handled appropriately and in compliance with the law.
SIRA do not review the merits, or overturn the results, of a builder eligibility decision; but if SIRA identify that the dispute process was not appropriate or may have led to an inappropriate decision, they can ask CSC or icare to reconsider.
You may request a SIRA review by using the following contact options:
- Call SIRA on 13 10 50
- Email SIRA at firstname.lastname@example.org
Further details of the SIRA review option are located at:
- Home Building Compensation Disputes – https://www.sira.nsw.gov.au/disputes-and-complaints/home-building-compensation-disputes
- Home Building Compensation (Eligibility) Insurance Guidelines - https://www.sira.nsw.gov.au/__data/assets/pdf_file/0005/327182/HBC-eligibility-insurance-guidelines.pdf